Learn how to support your Social CRM strategy through a rich set of analytics tools, alerts, buzz analysis and influencers engagement. You will see how to transform a post on social media into an opportunity for caring and selling, linked to you CRM system, to provide an exceptional customer experience.

1. Are you
taking care of
Social
channels?

2. People are sharing more than ever before
4.5B likes
generated daily
300 hours of
video uploaded to
YouTube per minute
500M
tweets per
day
http://www.jeffbullas.com/2015/04/08/33-social-media-facts-and-statistics-you-should-know-in-2015/
https://www.youtube.com/yt/press/statistics.html

3. Being social vs. strategic social
Only
17%
of US companies identify their
social strategy as mature.
83%
of Fortune 500
companies have
corporate Twitter
accounts
80%
of Fortune 500
companies are
on Facebook
97%
of Fortune 500
companies have
a corporate
presence on
LinkedIn
http://www.umassd.edu/cmr/socialmediaresearch/2013fortune500/
http://www.briansolis.com/2013/12/social-media-matures-yet-many-companies-still-lack-a-strategic-foundation-infographic

4. What’s top of mind for social?
Drive engagement
Analyze sentiment
Listen everywhere

5. 72%of all internet users are
now active on social media
Pew Research Center
Listen to what people are
saying
Learn how people really feel
about your business
See how you stack up to
competitors
Listen
everywhere

6. 39%of companies do not
track their social media
responses at all
Satmetrix
Determine your share of
voice across social channels
Know who your key
influencers are
Figure out what is resonating
with the market
Analyze
sentiment

7. 55%of companies ignore all
customer feedback on Twitter
and Facebook
Satmetrix
Foster conversations about
your brand across social
channels
Turn insight into action with
proactive participation
Capture feedback and
respond quickly to escalated
issues
Drive
engagement
1Source: http://www.mediabistro.com/alltwitter/
brands-ignore-customers-social-media_b22814

9. Microsoft Customer Engagement Solutions
Personalized | Proactive | Predictive
Intelligent Customer
Engagement

10. Microsoft Social Engagement
Social
Listening
Social CRM
Intelligent
Social
Social
Engagement

11. Social listening
Listen to what people are saying globally
across social media, news publications
and other sources via RSS.
Key influencers
Identify and follow people actively talking
about your brand, products, or services.
Sophisticated alerts
Detect trends and listen for specific posts
to keep you informed on key words or
topics.
Social Listening

12. Adaptive sentiment
Adaptive sentiment learns from
customers through machine learning
enabling custom sentiment models fit for
your organization.
Buzz analysis
Get insights at a glance with rich analytics
including: location, share of voice, text
mining and tag clouds visualizations.
Automated triage
Automatically detect intention in social
posts and triage/route them as cases or
leads into CRM.
Intelligent social

14. Social engagement
Engage & Publish
Improve your social media presence by
engaging with social communities with rich
multimedia – replying and publishing.
Team Collaboration
Enable teams to collaborate using Office
Groups for assigning posts and sharing
streams & social profiles.
E2E customer experience
Create an end-end customer experience by
creating CRM actions from social posts –
cases, leads, and any custom entities.

16. Social Sales
Win faster when you leverage social to
identify and act on buying signals,
monitor key developments at your top
accounts and track competitors.
Social Marketing
Manage your brand reputation, nurture
influencers, measure campaign
effectiveness and strengthen your
community management.
Social Care
Keep customers happy by identifying any
customer issues and trends early on and
being proactive on Twitter and Facebook.
Social CRM

18. Social Listening
Listen and analyze custom sources via RSS.
Social Center
Publish posts from Twitter and Facebook, including multimedia
content. Look up Twitter author profile for more insights.
Social CRM
Create CRM actions like cases and opportunities from social
posts. Define and set up rules to automatically create CRM
entities through Social Engagement.
Intelligent Social
Adaptive sentiment allows you to build custom sentiment
models to fit your industry. Automatically detect intention in
social posts and triage/route them as cases or leads into CRM.
Productivity
Enable teams to collaborate using Office Groups for assigning
posts and sharing streams & social profiles.
Sentiment & UI
9 additional UI languages and sentiment languages:
Danish, Dutch, Finnish, Greek, Norwegian, Polish, Russian,
Swedish and Turkish.
What’s new in Social

20. Democratized
Social for everyone
Sentiment analysis
Sentiment analysis is
available in 16 languages;
4 additional languages
planned.
Powerful social
analytics
Social profiling and social
segmentation
Integrated social
End-to-end customer
experience from listening
to engagement. Ability to
create CRM actions.